Customer Support Center Group Leader – Retail

About the role

The Customer Support Centre Group Leader ensures a seamless, non‑face‑to‑face customer journey for IKEA retail operations in the UAE. Reporting to the Support Centre Manager, the role combines people leadership, performance management and strategic planning to drive high‑quality service and commercial growth.

Key responsibilities

• Monitor and improve overall support centre performance, set targets and action plans, and ensure first‑call resolution.
• Handle escalated customer issues, follow the escalation matrix and implement compensatory actions.
• Manage schedules, workloads and future staffing plans to meet service‑level benchmarks.
• Develop and coach team members, fostering an inspiring work environment and empowering decision‑making.
• Ensure health‑and‑safety compliance and conduct regular safety checks.
• Control centre costs and contribute to the country business plan and action‑plan follow‑up.

Required profile

• Diploma minimum qualification with experience in a similar call‑centre role, preferably using Genesys or other CRM systems.
• Retail background is advantageous.
• Fluent in English and Arabic with strong communication and analytical abilities.

Required skills

• Proficiency with Genesys CRM systems.
• Strong Excel skills.
• Experience with general CRM systems.